Canopy Service Description
Version 1.1 (Updated Sept 2025)
1. Introduction
​Canopy is Ona Insights’ managed service for data infrastructure. It provides secure, reliable, and scalable platforms for databases, data movement, data transformation, case management, and data visualization—plus support.
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This Service Description explains, in plain language, what is included in a Canopy subscription, where the boundaries are, and how responsibilities are shared. It is intended to be read together with the Canopy Service Schedule, which lists the specific components purchased by the Client, and their configuration.
2. Components & Hosting Modes
Canopy is modular. Clients select only the components they need and can combine different hosting modes across the bundle. The goal is to offer a single, cohesive service while allowing flexibility in how each tool is delivered. The Service Schedule records the exact tool/vendor for each component, the chosen hosting mode, the support tier, limits, and any special terms (e.g., data residency or backup retention).
Supported components:
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Database (e.g., PostgreSQL, ClickHouse)
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Data movement (e.g., Airbyte)
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Data transformation (e.g., dbt, lightweight transforms)
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Case management (e.g., RapidPro/TexIt, Directus)
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Data visualization (e.g., Akuko, Superset, Metabase)​
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Hosting modes:
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Ona Insights-Hosted. Provisioned and operated by Ona Insights
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Procured SaaS via Canopy. Licensed from a third-party vendor and billed through Ona Insights for convenience
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Customer-Hosted. Client hosts the tool with limited support. This may be applicable only in a minority of cases. ​​
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The Service Schedule captures (per component): Component + vendor/tool + hosting mode, Managed vs Handed Over state, support tier, service limits, and any special terms.
3. Delivery responsibility
Responsibilities differ depending on hosting mode. Where Ona Insights hosts a component, we run the platform day-to-day. Where a component is procured from a SaaS vendor, that vendor is responsible for uptime and platform operations under their own terms; Canopy consolidates billing and coordinates support. Where the Client hosts the tool, Ona Insights’ role is limited to the explicitly agreed advisory or configuration tasks.
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Ona Insights responsibilities include.
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If Hosted by Ona Insights: ​
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Provision, configure, monitor, and maintain the platform.
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Apply security patches and routine updates.
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Implement daily backups per the stated retention policy.
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Monitor availability and resource usage; for visualization tools (e.g., Akuko), ensure web accessibility.
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If Procured SaaS via Canopy:
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Provide consolidated billing for vendor services included in the Service Schedule.
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Act as liaison on platform tickets with the vendor and coordinate communications with the Client.
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Clarify that uptime, maintenance, and platform operations are governed by the vendor’s SLA/ToS.
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Pass through vendor usage limits, acceptable-use policies, or licensing constraints.
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If Customer-Hosted:
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Deliver the limited advisory/configuration scope set out in the Service Schedule.
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Rely on the Client to operate the hosting environment, including security hardening and availability.
4. Operational control
Operational control can sit with Ona (“Managed by Ona”) or with the Client (“Handed Over”). This choice affects how changes are made and what support includes. Managed components are run by Ona with administrator control; Handed-Over components give the Client administrator access to self-serve configuration and content. A component may transition between these states via a request and an updated Service Schedule.
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The operational control options include:
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Managed by Ona Insights. Ona Insights holds administrator control, operates the platform, and applies changes requested through agreed processes.
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Handed Over. Client receives administrator access and can self-serve (e.g., create dashboards, models, pipelines, users). Once component has been handed over, support excludes Client-authored content, unless covered by a separate engagement.
5. Support & Channels
Support is designed to resolve platform issues quickly and guide Client teams to relevant documentation for self-service. Standard Support is included with every subscription; Premium Support is available for extended coverage and faster response targets.
Support is provided via the account manager listed in the Service Schedule, as well as via a designated channels such as support@onainsights.io and, where enabled, a shared Slack/portal.
Support terms include:
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Standard Support (included): Business hours (Mon–Fri, 09:00–17:00 EAT), first response within 2 business days.
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Premium Support (add-on): Extended hours and faster response targets as specified in the Service Schedule.
What’s covered under Support:
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Platform availability and access issues (according to hosting mode).
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Bug triage and follow-up. A bug means behavior that deviates from specifications or official documentation.
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How-to guidance for included tools, typically via short pointers to documentation and resources.
6. Exclusions (non-exhaustive)
To keep the hosting service predictable and sustainable, certain activities are intentionally outside the scope of a Canopy subscription. These items remain available through separate professional-services work orders when needed.
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Excluded activities include:
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Creating or updating content (e.g. posts, indicators, dashboards, workflows, permissions) beyond initial handover.
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Creating new integrations to other systems/tools.
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Validating or cleaning data displayed in dashboards or reports.
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Troubleshooting issues introduced after handover in Client-authored content (dashboards, dbt models, Airbyte connections, custom scripts).
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Managing user accounts on behalf of users (creating accounts, password resets), except in cases of system error.
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User trainings and onboarding of new Client resources.
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Supporting non–Ona Insights products or infrastructure not listed in the Service Schedule.
7. Service limits
Default limits ensure reliable performance and fair use across environments. Many Clients never reach these ceilings; those who do can request more capacity at any time and obtain so via an amendment to the Service Schedule. ​
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Default limits for Canopy clients include:
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Database: up to 200 GB storage; up to 2 named database users.
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Visualization: unlimited users, unlimited dashboards, 1 Akuko space (if Akuko is selected).
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Data movement: up to 10 source connections; up to 100,000 rows/day processed.
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Backups: daily snapshots with 7-day retention.
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Other limits due to the specific configuration of the service are documented in the Service Schedule.
8. Service levels
Service levels vary slightly depending on hosting mode. For components hosted by Ona Insights, we commit to defined availability and recovery targets. For components procured from SaaS vendors, those vendors’ SLAs apply, with Ona Insights acting as a liaison.
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Ona Insights-Hosted components: target 99.5% monthly availability, excluding scheduled maintenance.
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Procured SaaS components: governed by vendor SLA/ToS. Ona Insights acts as liaison for tickets.
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Backups & Recovery: daily backups, recovery time objective (RTO) of ≤24 hours for Ona Insights-hosted databases, retention period of 7 days.
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Encryption
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For Ona Insights-hosted components, Ona Insights will communicate to designated Client point of contact with at least 48 hours notice for scheduled maintenance and/or service upgrades , and will schedule maintenance on weekends or during non-business hours where possible to minimize impact.​​​​​​
9. Security and data protection
Ona Insights takes the protection of Client data seriously and agrees to the best standards in regards to security and data protection.
Security commitments under Canopy include:
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Data ownership: The Client retains full ownership of all data stored in Canopy. At the end of a subscription, Ona Insights will provide the Client with a database copy (dump) upon request and will permanently delete relevant data from its systems.
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Encryption: All Canopy-hosted databases, including backups and snapshots, are encrypted at rest. Communication between components and with end users is protected using SSL/TLS protocols.
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Access control: Administrative access to Canopy environments is restricted to authorized Ona Insights personnel and logged for audit purposes.
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Backups: backups of the services are taken daily, are encrypted and retained only for the duration defined in the relevant Service Level. Expired backups are securely deleted.
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Incident response: In the unlikely event of a security incident affecting Client data, Ona Insights will notify the Client promptly and provide updates until resolution.
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Limited access: Ona Insights will never share or access Client data except with explicit permission from the Client, or when necessary to provide technical assistance.
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Confidentiality: All communications between the Client and Ona Insights staff related to the Canopy services is kept in strict confidence.
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Sub-processors: Some components of Canopy are delivered through trusted third-party SaaS vendors (e.g., Airbyte Cloud, dbt Cloud). In such cases, vendor encryption and security policies also apply.
10. Client responsibilities
The Clients play an active role in the success of the service. While Ona Insights maintains and monitors infrastructure, the Client is responsible for lawful use, user management, and data quality.
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Client responsibilities include:
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Use the service lawfully and comply with data-protection obligations.
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Maintain accuracy and quality of data ingested and stored within the system.
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Manage user roles and keep admin credentials secure.
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Provide timely access and information required for support.
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Designate a Client Admin as primary contact.
11. Changes and upgrades
Canopy is designed to adapt to evolving needs of the Clients. Clients may request increases to capacity, users, or additional components at any time. Ona Insights will issue a quote and provision changes upon approval.
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Service changes should be recorded as follows:
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Operational control changes (Managed ↔ Handed Over) and hosting-mode changes require an updated Service Schedule.
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Any mid-year adjustments are recorded in a new version of the Service Schedule.
12. Definitions
​Key terms used in this document:
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Bug: Functionality that does not conform to specifications or documentation.
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Client: The organization or entity that has subscribed to Canopy under a Canopy Service Schedule.
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Client-authored content: Dashboards, models, pipelines, or flows created by the Client post-handover.
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Procured SaaS: Third-party, vendor-hosted services billed through Canopy for convenience; vendor terms/SLA apply.
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Service Description: This document, which outlines the general scope, inclusions, exclusions, and commitments of Canopy.
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Service Schedule: The document issued by Ona Insights that specifies the components, hosting modes, limits, support tiers, and special terms applicable to a Client’s subscription.
- Support: The services provided by Ona Insights under Standard or Premium tiers, as described in this Service Description and the Client’s Service Schedule.​
13. Versioning
This document is versioned. The Service Schedule references the applicable version. Updates do not alter an existing Service Schedule unless both parties agree.